Sales Customer Service

Nathaniel McClendon

**** ******** ******* ***** * Tampa, FL 33626 r 832-***-**** r *******@*****.***

Executive Summary

Business Development Commitment Leadership Integrity

A proven leader with vision and strategic leadership that translates business strategies into maximum profits commensurate with the best interest of shareholders, customers, employees, and the public.

An expert in enhancing profitability; developing strategic initiatives; and growing each segment of an operation.

Very knowledgeable of education and sales industry, HR processes proven track record of sales and implementation of the necessary controls to ensure compliance.

Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.

Areas of Expertise

Strategic / Tactical Planning

Sales/Quota-Surpassing

Customer Services

Legal Studies

MS Office

Business Development

Tenacious Negotiator & Closer

Operations Management

Managed 800 + employees

Persuasive Communicator

Ability to Resolve Complex Issues

Interpersonal Communication, Relationship Development & Mediation

Quality Control

Professional Experience

WCA (Waste Corporation of America)

Oct 2013 – JUNE 2016

Supervisor of Operations

Responsible for OSHA Safety Compliance and Federal regulations involving machinery, tractors, trucks, hauling, building and container construction sites, quality controlling, insuring specifications

Supervised large teams of truck drivers and haulers

Design and manage all logistics pertaining to routes daily

Coordinate daily activities in mapping and routing through dispatch

Coordinated safety meetings daily with operations

Supervised and delivered written reports involving safety

Site Inspections, route hazards assessments, subcontractor building, and ground maintenance,

Supervised call center, administration, maintenance, and dispatch to coordinate all activity.

CHESTER ENGINEERS – HOUSTON, TX

OCT 2011 – SEPT 2013

Business development

Market, sell, advertise, and negotiate complex contracts

Actively participated in quality control and the administrative work and labor involved in

meetings, structural, coaching, facilitating and direct reporting of activities, structural and quality rating to proactively correct discrepancies.

Project Management

Solicite bids to subcontractors and manage/monitor quality of perspective projects

Communicate and interact with municipal, govermental, and city officials

Responsible for growth and expansion of commercial accounts as well as territorial/regional busniess opportunities

REPUBLIC ALLIED WASTE – HOUSTON, tx

OCT 2011 – MAY 2012

Commercial Sales – Houston area

Cold Calling – Business Development – B2B Sales

Effectively maintains and retains existing customers by building effective long-term relationships and customer loyalty

Prepares and delivers sales presentations and follows up with key decision makers

Works closely with General Manager, Sales Manager and Pricing Team to develop and execute a sales strategy including new sales, identification of revenue sources, maintaining customer relationships and implementing price increases

Responsible for the implementation of a new Commercial Sales Program. Ensures positive morale of area employees

Top Tech SOLUTIONS. LLC

Business Development, VICE President – Pittsburgh, PA

JUNE 2009 - OCT 2011

Organized and established a highly profitable contract acquisition growth in excess of as much as 142%, $3.5M. Company reached profitability within 7 months, 5 months ahead of schedule.

Manage administrative, legal, sales, career placement, and financial functions for regional office.

Conduct regular risk assessments and quality assurance reviews to evaluate compliance with requirements and to identify potential gaps in policies, procedures and business processes.

Develop strategies to improve non-performing staff, reduce delinquencies, maximized profit and minimized losses.

Monitors actual expenses vs. budgets as appropriate through analysis of accounting reports and assure financial controls and direction are implemented at the corporate level.

Highly involved in hiring with Human Resources.

Personally manages the operations of the admissions department (11 associates)

Coach & ensure the skill development of the team

Establish & forecast sales budget

Participate in advertising plan/calls to review source generation, monthly budget, & conversions

Directed and coordinated barrier removal meetings.

Manages staff of 30+employees.

Manages HR operations for the Florida offices.

Manages facility administration.

Achievements:

Director of the Year of 2007

Increased Revenue by 35%

TWC – All programs between 68-71%

Office #2 for Current Retention

Office Team is #2 in the Company for contracting

Minimized Staff Turnover

CHESTER ENGINEERS – Moon Township, PA

Regional Manager

MARCH 2005 – MAY 2008

Promoted quality and service culture through coaching, guidance and staff motivation; achieved individual and campus sales goals through new contract acquisitions, referrals, and retention of staff relationships.

Consistently hitting start quota and over exceeding start personal budget

Managed performance and activities to achieve run rate goals.

Performed second interviews to ensure hiring the best candidates for the position advertised.

Reviewed and monitored weekly/monthly automated reports to evaluate performance versus goals, and identify and analyze performance trends.

Participated in the development, review, and analysis of annual operating budget and marketing plan as it relates to sales and achieving start goals.

Participated in weekly/monthly advertising calls to review lead generation, monthly spending, lead conversions and strategic advertising plans.

Conducted weekly accountability meetings to ensure that new Engineers are prepared prior to starting field work.

Prepared reports for the CEO and Vice President– lead reconciliation, forecast budget and compilation of rep. productivity for nine representatives.

Assisted the Human Resources, Director in training new staff members and providing presentations. Motivate and drive successful results.

Achievements:

Promoted to Regional Manager

Top Office in sales for the month of June 2006, July 2006, October 2006, March 2007, May 2007, July 2007, August 2007, October 2007, November 2007, January 2008

Lone Star Representative for the State of Texas for the month of May 2007, October 2007, November 2007, January 2008, May 2008, August 2008, September 2008.

Named as leader of the year in 2006, for outstanding sales achievement

Ranked # 2 in contract acquisitions in 2007

BlueCross BlueShield of California (Teletech) Corp. – EDENFIELD, Connecticut

Operations Manager

October 2002 – April 2004

Managed major Claims / Call Center Operations of 800 + employees

Created quality assurance program that increased the quality of the center by as much as 70%

Implemented awards program, which included weekly incentives that resulted in our center resolving and processing the most claims out of 52 centers nationwide.

Improved company retention rate to 100% for a six month period.

Developed training program titled, “Train the Trainer”, which resulted in building confidence and improving performance throughout the operation.

Utilized Six Sigma approach to eliminate redundancy, while producing efficiency and quality.

Created matrix to measure proficiency, quality, and productivity to help identify centers developmental needs.

Coordinated technical teams to improve systems usage for customer service and claims processing.

Designed hiring guidelines to better determine candidates who qualify for different positions within a call center environment.

Participated in the design of Medical Review.

Successfully completed HMO Sales Training earning a score of 100%.

bargain shoppur, inc.

President

june 1999- January 2002

Coordinated and directed all marketing, advertising and new business sales activities.

Developed, planned, strategized and executed sells efforts to improve logistical territories for growth and profit.

Contracted deliveries with Federal Express as a result increased profits and improved routes and acquired new territory.

Improved service through attending Federal Express training and seminars.

Establish & forecast sales budget

Created maintenance program to ensure trucks dependability and safety, while distributing throughout territory.

Awarded large territory for timely deliveries and quality service, which was credited to the team.

Due to large territory, profits increased by 30%.

Humana Health Insurance

Manager

May 1986- April 1999

Launched and managed successful quality assurance programs.

Created and designed the first quality assurance program for customer service monitoring.

Responsible for mentoring the largest group of personnel to be selected into leadership roles.

60% of the management team was selected from my departments, and 10% became mid-level managers.

Implemented criteria for client operations testing, which resulted in effective and proficient application of methods.

Directed technical teams to improve system usage for claims processing.

Coordinated and directed teams to create customer service policies and procedures.

Facilitated barrier removing meetings to increase productivity and agents overall performance.

Managed 200+ employees in a fast paced environment.

Managed provider contracts department with an average of 98% error free ratio.

Affiliations: ASHE (American Society of Highway Engineering)

Chamber of Commerce, Upsilon Phi Upsilon Fraternity

Education: Ashford University

University of Florida, Old Dominion University

Specialized Training: CSXT Railroad Safety Training(Certified CSXT Safety Instructor) Jacksonville Department Of Transportation authority Safety Trained, HMO/PPO Health Insurance Sales (Humana)Dean Vaughn Medical Terminology and Coding Trained Certified, Medicare trained, AT&T Special Project Trained, Management Training (Humana), Six Sigma Yellow Belt

Military: U.S. Navy (Honourable Discharge)

References

Dr. Robin Khosah, 412-***-****

Senior Vice President, Chester Engineers

Anthony Grover,574-***-****

Director, Bank America

Dr. Lawrence Owoputi, 412-***-****

CEO, Top Tech Solutions

Bill Price, 904-***-****

CEO, Civil Services Engineering

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